While we understand that emergencies and unexpected circumstances can arise, cancellations should be a rare occurrence for Nexook experts. This guide outlines the steps to take if you absolutely cannot make a scheduled session.
Understanding the Expert Cancellation Policy
As stated in our Terms & Conditions and our Session Cancellation and Rescheduling Policy:
Experts cannot reschedule a confirmed session
By setting your availability, you commit to honoring those scheduled times
If you cannot attend a session, you must follow the proper cancellation procedure
Cancellation Process
If you need to cancel a confirmed session, follow these steps immediately:
Contact Nexook Support
Email support@nexook.com with the subject line "Session Cancellation Request"
Include your session ID, which can be found in your booking details
Provide a clear explanation for the cancellation
Wait for Confirmation
Our support team will process your request
You'll receive a confirmation email once the cancellation is processed
Client Notification
Nexook will notify the client about the cancellation
The client will receive a 100% refund
Consequences of Expert Cancellations
When you cancel a session:
The client receives a full refund
For cancellations occurring 24+ hours before the scheduled session, a cancellation fee will be deducted from your balance
If your balance is insufficient to cover the fee, your account will show a negative balance that must be resolved
Repeated cancellations may result in a temporary suspension of your account
Emergency Situations
We recognize that genuine emergencies do occur. In case of an emergency:
Contact support@nexook.com immediately
Explain the nature of the emergency
Provide any documentation that may be relevant (if applicable)
While emergency situations will be reviewed on a case-by-case basis, please be aware that our primary concern is maintaining service reliability for clients.
Preventing Future Cancellations
To minimize the need for cancellations:
Maintain an up-to-date calendar with accurate availability
Block off time when you know you'll be unavailable
Buffer your schedule to account for running late or needing breaks
Sync external calendars to avoid double-bookings
No-Show Policy
Failing to attend a session without formal cancellation is considered a no-show, which:
Is treated more seriously than a cancellation
May result in additional penalties beyond the standard cancellation fee
Can significantly impact your standing on the platform
Important Note
Maintaining reliability is essential for building trust with clients and establishing a successful practice on Nexook. Consistent cancellations, even with advance notice, may affect your visibility in search results and your ability to attract new clients.
For questions about the cancellation policy, please contact our support team at support@nexook.com.